Terms of service
Our Plant Promise
At Zen Bamboo we pride ourselves on supplying quality bamboo plants to all our customers. Our plant promise: We will supply a photo of all plants ordered before we deliver to you, or you pickup. This way customers can be assured of the quality plants they've ordered. If you are not happy with the plants in the photo, you can either request other stock, or we will provide a refund.
After Delivery, Replacements and Returns
All Zen Bamboo customers can access our Planting and Care Guide to help ensure plants are a success after purchase. It is vitally important that these guidelines are followed otherwise problems with plant health may eventuate. In addition to these guidelines, variances in local conditions (such as soil condition and climate) may adversely affect the plant’s health.
If any problems do exist, time is of the essence in establishing what may have gone wrong. It is therefore essential that you contact us within 48 hours of plant collection/delivery if you have any cause for concern with regards to the quality or condition of the plant received. We will attempt to diagnose the potential issue and assess an offer of replacement or refund.
We are unable to accept returns or issue refunds if claiming poor quality if you have not attempted to make contact within 48 hours of delivery/receipt of your order. On a case by case basis we will determine if a replacement plant is required or may offer a full/partial refund instead. In such cases, Zen Bamboo will bear the cost to redeliver the plant(s).
In the case of a replacement plant being approved by Zen Bamboo, we may request for the original plants to be returned. Zen Bamboo will bear the cost of collecting original plants and arranging for replacement plants to be delivered.
In the case where a refund is approved by Zen Bamboo, we may request to have the plant returned to us for inspection. Zen Bamboo will bear the cost of collecting original plants.
Refunds will be processed using the format of original payment. For example, if payment was made via a direct bank deposit, we will return the payment via direct bank deposit.
Mistakes During Ordering/Changes to orders
If you make an error during plant ordering or wish to change your order (e.g. quantity or variety of plants ordered), please get in touch with us and we’ll endeavour to remedy the issue or accommodate your change request.
If your plant order has already been dispatched for delivery, additional costs may be incurred.
If your order constitutes a ‘Special Order’ and we advised you of this at the time of ordering (whereby we have ordered in plants at your request), we cannot change an order or issue a refund for items that have already been sent from our suppliers.
Cancelling orders
If your order constitutes a ‘Special Order’ and we advised you of this at the time of ordering (whereby we have ordered in plants at your request), we cannot cancel an order or issue a refund for items that have already been sent from our suppliers. For all other orders, you will not be charged a cancellation fee as long as the item has not been dispatched for delivery. If the order has already been dispatched for delivery you will be charged 15 per cent of the total amount of the order as a restocking fee.
Delivery Charges
We are unable to provide refunds for delivery for any incorrect delivery details that you have provided. If a subsequent re-delivery is required, an additional delivery fee may be incurred.